Job Opportunities in Australia

Northern Territory Government

JOB DESCRIPTION

Job Title General Manager Customer Experience and Operations

Classification Executive Contract Officer 2 Position No. 29116

Job Type Full time Duration Fixed for 4 years

Business Unit Customer, Strategy and Regulation Location Darwin

Reports to Executive General Manager Customer, Strategy Reports to P/No. 41276

and Regulation

Power and Water values diversity. Power and Water encourages people from all diversity groups to apply for vacancies

Inclusion and and accommodates people with disability by making reasonable workplace adjustments. If you require an adjustment

diversity and Special for the recruitment process or job, please discuss this with the contact officer. For more information about applying for

Measures this position and the merit process, click here

recruitment plans Aboriginal applicants will be granted priority consideration for this vacancy. For more information on Special Measures

plan, click here

Information for Applications must include a one-page summary about you, a detailed resume and copies of all relevant tertiary

Applicants qualifications listed in your application. For further information for applicants and example applications: click here

Information about If you accept this position, a detailed summary of your merit (including work history, experience, qualifications, skills,

Selected Applicant’s information from referees, etc.) will be provided to other applicants, to ensure transparency and better understanding

Merit of the reasons for decision. For further information: click here

PRIMARY OBJECTIVE

As a senior leader within the Customer, Strategy and Regulation business unit, the General Manager of Customer Experience and Operations is

responsible for driving customer-centric initiatives across Power and Water. This includes the delivery and ongoing development of the customer

experience strategy, customer engagement, overseeing developer services, managing key customer accounts, demand management, and delivery

of operational functions including revenue services, collections, customer service, and customer resolutions.

KEY RESPONSIBILITIES

The “WHAT” to be delivered

Strategy, Leadership and Planning

• Lead transformative changes in customer experience and operations, modernising processes while building sustainable capabilities, enhancing

employee engagement, and boosting job satisfaction.

• Act under own initiative and be able to respond pro-actively in a changing and dynamic environment.
• Navigate executive-level relationships, securing support amid competing priorities and perspectives.
• Set performance targets, guide business planning, and define strategic objectives.
• Oversee budget development and management for the Customer Experience team.
• Manage performance reviews (My Plans) for direct reports.

Function

• Lead the Customer Experience and Operations team, ensuring future needs are met with innovative and sustainable solutions.
• Drive improvements in customer experience across strategy, service design, and digital transformation.
• Oversee customer service and complaints, driving continuous improvement across operations.
• Implement modern processes and reporting frameworks to support ongoing improvements.
• Collaborate with Core Operations to handle faults, outages, and initiate timely resolutions.
• Align strategies and technology to enhance customer experience and operational performance.
• Manage billing, collections, and debt recovery processes efficiently.
• Promote a customer-centric culture through training and engagement initiatives.
• Develop and implement strategies for demand management, reducing water use, and improving energy literacy.
• Establish account management frameworks and maintain strong relationships with key stakeholders.
• Coordinate land and service development projects with government agencies.
• Provide developer services for construction projects, ensuring alignment with organisational goals.

Project and Change Management

• Develop project plans, budgets, and timelines for key initiatives.
• Communicate and promote initiatives to management and staff.
• Oversee project execution and ensure alignment with business goals.
• Evaluate project outcomes and ensure a smooth transition into business-as-usual processes.

Employee Engagement and Wellbeing

• Coach teams and employees, develop and deliver strategies to boost engagement and develop high performing teams.
• In collaboration with People and Culture Business Partners, provide guidance on employee relations, ensuring compliance with equal

employment opportunity and work health and safety legislation.

LAST UPDATED: October 2024 EMPLOYEE SIGNATURE:

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DATE:

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AT POWER AND WATER:
Job Description Northern Territory Government

COMPETENCY PROFILE

“HOW” to do it (Manager of Function profile - refer to Power and Water’s Behavioural Competency Guide)

Builds Networks Effectively building formal and informal relationship networks inside and outside the

organisation.

Business Insight Applying knowledge of business and the marketplace to advance the organisation’s goals.

Customer Focus Building strong customer relationships and delivering customer-centric solutions.

Develops Talent Developing people to meet both their career goals and the organisation’s goals.

Drives engagement Creating a climate where people are motivated to do their best to help the organisation

achieve its objectives, and shape the culture through living the values.

Drives results Consistently achieving results, even under tough circumstances.

Financial Acumen Interpreting and applying understanding of key financial indicators to make better business

decisions.

Managing conflict and ambiguity Handling conflict situations effectively, with a minimum of noise. Making good and timely

decisions that keep the organisation moving forward.

MANAGEMENT RESPONSIBILITIES

No. of Direct Reports Between 5 – 10 No. of Indirect Reports 60

Key Interactions: External Stakeholders (as per Single Point of Accountability Standard), Board, Executive Leadership Team, Senior

Leader Group, All Employees, External Customers

COMPLIANCE

We expect you to:

• Actively align, support and promote Power and Water’s Values and support building a constructive workplace culture that celebrates

achievement through its people

• Carry out duties in accordance with Power and Water’s Safety and Environmental policies and procedures, working towards our goal of Zero

Harm

• Ensure all activities undertaken as a Power and Water employee comply with Power and Water’s Code of Conduct , Management Standards and

Procedures, relevant Acts, legal demands and that you manage all of your activities and responsibilities within the Power and Water risk

management framework.

SELECTION CRITERIA

Qualification and Skills Experience

Essential • Demonstrated ability to manage and monitor team • Experience in a senior management role,

practices and performance to deliver sustainably high- demonstrating strategic leadership and achieving

quality customer services. organisational objectives.

• Strong proficiency in investigating, escalating, and • Proven experience in building and nurturing

resolving customer disputes, utilising exceptional collaborative working relationships with a diverse

interpersonal communication skills to influence and range of internal and external stakeholders.

negotiate specific outcomes effectively. • Demonstrated ability to drive organisational change

• Skilled in creating, monitoring, and enhancing demand and communicate effectively across all levels of the

strategies to assess and improve operational organisation.

effectiveness. • Exceptional leadership and team management skills,

• Proven ability to influence and collaborate fostering a high-performance culture and engaging

constructively across functions to drive strategic teams to achieve excellence.

change, achieve goals, and foster a positive • Extensive experience managing omni-channel contact

organisational culture. centres, including budget management and familiarity

• Competent in working under pressure with the with associated technologies and procedures.

expertise to manage crisis communication and risk • Demonstrated experience in overseeing and managing

management effectively. billing and invoicing processes for day-to-day

• Demonstrated experience in budget and financial operations.

management, ensuring efficient resource allocation • Proven experience at senior levels, holding

and strong financial performance. accountability for multiple functions related to

• Comprehensive knowledge of relevant legislation, revenue creation, strategy formation, marketing, and

policies, and procedures, ensuring compliance and customer service.

upholding ethical standards. • Demonstrated achievement in managing business

disruption activities with a working knowledge of

contemporary Emergency Management and Business

Continuity Management principles and practices.

Desirable • Qualifications in customer service management and • Experience in leading within regulated utility or

general business management. commercial environment, or Government owned

corporation.

AT POWER AND WATER:
Job Description Northern Territory Government

FURTHER INFORMATION

1. Contact Jason Howe on 08 8985 8456 for further information about the position.

2. Information about Power and Water Corporation may be viewed at powerwater.com.au

3. The total remuneration package amounts published for this position include base salary, superannuation and the value of a fully

maintained motor vehicle.

Apply Online: https://jobs.nt.gov.au/Home/Job Details?rtf Id=305349 Approved October 2024

Vacancy Closes: 07/11/2024 Jason Howe - Executive General Manager Customer, Strategy and

Regulation

AT POWER AND WATER: